About Us:
At Stericycle, we deliver solutions and drive innovations that protect the environment, people, and public health. This includes working to create a more sustainable, shared future. Our innovative solutions make a difference in people’s lives, communities, and our planet by protecting their health and well-being. Change your career. Change your world. Join Stericycle and help protect health and well-being in a safe, responsible, and sustainable way.
Position Purpose:
The Sr. Manager Customer & Compliance Reporting is responsible for providing strategic analysis, planning, and execution for Stericycle’s Customer & Compliance Reporting. Leads the development, implementation, and administration of Customer & Compliance reporting, policies, and procedures. Support, lead, and project manage Customer & Compliance reporting efforts both directly & indirectly while supporting initiatives to remove data issues proactively for all Stericycle customers
Key Job Activities:
• Leads the development, coordination and reporting process and quality improvements for Stericycle customers & compliance management teams
• Selects, trains, manages, and mentors an effective and efficient Customer Reporting staff through effective hiring, coaching, evaluative performance feedback and guidance
• Serves as a key partner in strategic management for multiple reporting and data improvement initiatives (technical and non-technical) of various diverse scopes in a cross-functional environment
• Applies advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of customer issues for reporting and data improvement opportunities
• Manages various work plans to ensure project, compliance, and customer commitments are met - on time
• Receive, coordinate and deliver reporting solutions to Stericycle customer & compliance needs supporting internal stakeholders and customers directly
• Develop sound communication and working relationships with other cross functional processes
• Act as a liaison to advise departmental leadership of needs for improved cross functional processes based on findings within customer & compliance reporting activities
• Generate timely and concise communication to leadership regarding reporting and project status
• Perform other duties and responsibilities, as assigned
Experience:
• Bachelor’s degree in Analytics, Business, Marketing, Environmental Safety and Health preferred OR related work experience, particularly a regulated industry
• 3-6 years’+ experience in a customer service/customer retention role, or the equivalent in related work experience, demonstrating sound judgment, attention to detail and initiative to satisfy customer requirements
• 8+ years of experience in the management of advanced reporting & problem resolution in a contact center environment coupled with demonstrated experience in process improvement, project management and quality assurance and the ability to manage a remote workforce
• Competent in process improvement methodology and tools
• Experience using CRM tools in business-to-business environment to support customer service activities. Appropriate technical acumen in telephony and legacy-based systems. Proficiency in software including Word, Excel, PowerPoint and Visio
• Familiar with advanced analytical tools, reporting & data improvement, and knowledge of key data visualization principles to translate data into meaningful visuals and insights
Benefits:
Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.
Our Promise:
Stericycle is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other legally protected category. Stericycle is committed to protecting what matters and includes compliance with all fair employment practices regarding citizenship and immigration status.
Disclaimer:
The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.
